Description
Location: Nairobi, Kenya
Function: Customer Care, Success and Service
Job Type: Full Time, Onsite
Qualification: BA/BSc/HND
Experience: 2 years
Posted: Aug 27, 2026
Deadline: Not specified
About the Company
HCS Affiliates Group is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.
Job Description
We are looking for a detail-oriented Process Analyst to support our fast-paced Real-Time Operations team. In this role, you will manage and maintain operational process documentation, ensuring teams always have clear, accurate, and up-to-date information to work efficiently.
You will work closely with Operations, Training, and Quality Audits teams to create, improve, and maintain SOPs and process documentation in Confluence. The role requires strong problem-solving skills, clear communication, and the ability to quickly update processes based on operational changes, new launches, policy updates, and ongoing improvements.
Key Responsibilities
- Own and manage the department’s Knowledge Base, ensuring all documentation and SOPs are accurate, organized, user-friendly, and aligned with business requirements
- Create, update, and maintain process documentation within Confluence
- Translate complex operational or technical Processes into clear, structured, and easy-to-follow instructions for operational teams
- Ensure documentation is updated in real-time with operational changes, policy updates, system enhancements, or process adjustments
- Analyze existing processes and operational procedures to identify gaps, and opportunities for improvements
- Drive continuous improvement initiatives aimed at enhancing operational efficiency and eliminating process redundancies
- Conduct root cause analysis on operational challenges and recommend documentation-driven solutions to improve process adherence and performance
- Collaborate with Quality Assurance teams to review error trends, identify recurring issues, and strengthen process clarity and compliance
- Support seamless communication of process updates and operational changes to frontline teams
- Assess incoming new projects and tasks alongside Training, Quality, and Leadership, contributing process-focused insights to evaluate overall feasibility and establish realistic timelines
- Collaborate with the Training team to Map and Create new Processes on Confluence so documentation and training are perfectly in sync for the launch
Qualifications & Requirements
- Experience in Operations Support, Process Documentation, Quality, Training, Customer Support, or similar operational environments
- Basic understanding or exposure to process documentation, SOP creation, or knowledge management practices
- Familiarity with Confluence, Google Workspace, Microsoft Office, or similar documentation and collaboration tools is an added advantage
- Strong written and verbal communication skills with the ability to document processes clearly and accurately
- Detail-oriented with strong organizational and time management skills
- Ability to work in a fast-paced environment, manage changing priorities, and learn quickly
- Analytical mindset with a willingness to identify process gaps and contribute to continuous improvement initiatives
- Bachelor’s or equivalent
How to Apply
Interested and qualified candidates should apply through the HCS Affiliates Group application portal.
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